Krakow
Nr Ref.: 1024102
PerkinElmer, Inc. is a global leader focused on improving the health and safety of people and the environment. At PerkinElmer, we design, manufacture and deliver advanced technology solutions that address the world's most critical health and safety concerns, including maternal and fetal health, clean water and air, and safe food and toys.
Our expertise combines science, innovation and a culture of operational excellence to offer our customers technology services and support that improve the quality of people's lives worldwide.
The Company reported revenue of approx. 2.1$ billion in 2011, has approximately 7 000 employees serving customers in more than 150 countries, and is a component of the S&P 500 Index.
Purpose:
Customer Service Specialist will be responsible for helping ensure complete customer satisfaction with PerkinElmer by providing first level technical and non-tech Customer Service and basic technical support to customers contacting the Customer Response Team via telephone, e-mail or other electronic systems
Key Responsibilities:
• Identify and Respond to Customer Inquiries
• Order Processing
• Service administration
• Complaint handling
• Billing inquiry
• Invoicing
• General Administration
• First line technical support
Personal profile:
• Professional, emotionally mature and ethical, strong interpersonal skills and ability to work well with a broad range of personality styles and types.
• Able to prepare high quality texts to accommodate a variety of purposes and readers.
• Creates a positive environment through the use of sincerity and optimism. Demonstrates an ability to control and filter emotions in a constructive way. Motivates, and enhances group effectiveness.
• Ability to handle pressure, drive changes and to work concurrently on more than one project.
Skills required:
• Understanding of the processes, policies, working instructions from the customer & company point of view.
• Analitical thinking. Interpreting, linking, and analyzing information in order to understand issues.
• Solution oriented. Identifies and analyzes problems, make logical, fact based decisions. Open to new concepts and ideas. Is willing to learn and use new procedures and technology.
• Anticipates, identifies and responds to customer needs with an excellent service. Demonstrates customer commitment through customer feedback, follow-up, strong relationships, and focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customer.
• Open for change, is open to change and new information. Adapts own behavior and work methods efficiently and effectively in response to new information. Is able to multitask.
• Understands the goals of the organization and achieves ambitious goals that are consistent with the goals of the organization. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures.
• Effectively manages time and resources to ensure that individual work is completed efficiently. Responds quickly and professionally to achieve important goals.
• Recognizes and acknowledges strengths and opportunities for development in oneself or/and others. Seeks for feedback and opportunities to master new knowledge.
• Very attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant task or discussion content.
• Continually seeks to improve work processes, products and services. Is committed to continuous improvement of services which is demonstrated in words and in action. Displays creativity by proposing improvements or innovating novel solutions.
Education and experience:
• Educational background BA or MA degree in sciences (physics, chemistry, biology) preferred; further degrees in business, management or marketing, social sciences
• Experience in Customer service, service delivery,logistics, order entry, regulatory environment
• Genuine interest in working in service environment and acquire technical knowledge
Computer skills:
• Very good knowledge of Ms Office package for work purposes: Excel, Outlook, PowerPoint, Word, also InternetExplorer; nice to have Lotus Notes exposure. Familiar with E-mail and intranet. Familiarity with use of any order management software (SAP) is preferred.
• Possesses good orientation in sale and distribution module of SAP or in other ERP system.
Communication:
• Fluent in English at least CEFR B2 and fluency in Italian at least CEFR C1, but optimally C2.
• Understanding the culture of the serviced country.
• Succeeds in understanding others. Candidate is open and skilled in using one's interpersonal style to meaningfully interact with others.
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